GUEST SERVICE REPRESENTATIVE I - NHG - SAN NICOLAS ISLAND - FULL-TIME (35+ HOURS)

Job Summary

Serves as first point of contact with guests at a Navy Gateway Inns and Suites and or Navy Lodge property and handles all stages of guests' stay, accommodating special requests as needed and resolving issues that may arise.

Duties And Responsibilities

• Welcomes guests upon sight, maintains outstanding guest relations, answers guest questions, and provides information about local attractions.
• Handles all requests in person or via telephone, including making, confirming, and cancelling room reservations, collecting payments, presenting lodging receipts, check-in/check-out process, authorized patron verification, guest room assignments, credit card processing, etc.
• Communicates with all lodging associates and chain of command regarding operations, guest issues, or situations requiring immediate attention.
• Applies knowledge of standard operating procedures, processes, and rules governing patron eligibility.
• Registers and assigns rooms to guests, issuing room keys or cards, transmits and receives messages, keeps records of occupied rooms and guest accounts, and makes and confirms reservations, presenting statements and collecting payments as necessary.
• Operates a multi-line telephone system, records and delivers messages, and answers inquiries pertaining to services, base facilities, area attractions, and travel directions.
• Receives requests and processes reservations within established guidelines, providing a certificate of non-availability (CNA) or alternative lodging options in the area when rooms are not available.
• Assists Front Office Manager, Supervisor, or Assistant General Manager (AGM) in handling group reservations, utilizing commitment agreements for all groups per brand standards.
• Reconciles shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times.
• Interacts with guests and resolves complaints, adjusting room fees, check-in/check-out times, and referring unusual issues to immediate supervisor for assistance and/or resolution.
• Utilizes judgment and understanding of policies and procedures to better assist guests.
• Operates POS to record sales from convenience store if applicable, assists in maintaining and stocking adequate supply levels, and ensures all wake up calls are handled promptly and properly.
• Types any miscellaneous memos, correspondence required in the course of performing assigned duties, prepares Close Bank Report and receipts at the end of each shift in accordance with established procedures, and assists with preparing, heating, displaying, and replenishing breakfast items available to guests during breakfast hours.
• Maintains and stocks adequate supply levels, ensures surrounding area is returned to its original state and free of all left-over food by the end of designated breakfast hour, and verifies accuracy of charges and makes appropriate changes if errors occur.
• Completes all computer-generated reports as assigned and notates any account discrepancies for action by management.
• Performs other related duties as assigned, including working all shifts including weekends and holidays as scheduled, and maintaining operations during inclement weather and other emergencies for short periods of time during the absence of supervisor GM or AGM.

Qualifications

One year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily. One year progressively responsible experience related to the position to be filled. Study completed in a college university or junior college above the high school level may be substituted on the basis of one-half academic year of study for 6 months of experience.